The IT Support Analyst will provide first/second line technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.

The IT Support Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members and 3rd Parties.

The IT Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and telephone equipment. This position may require independent work, sharing information and assisting others with work orders.

NYR are on a digital transformation journey, embedding a digital culture and customer first approach across our people, process and technology. You will gain exposure to the latest “cloud” technologies, collaboration tools and digital platforms across our omni-channel Retail estate.

Role Responsibilities

Provide exceptional customer service in person, via phone and email as appropriate

Resolve service desk issues including troubleshooting hardware and software issues

Perform user administration duties

First point of contact for IT support issues

Break/fix support for MS Windows PC’s

Break/fix support for MS Office applications

Installation of PC’s, monitors network printers and associated IT equipment

Installation of Microsoft software and other 3rd party applications

Liaising with Starcom IT Help Desk and manage calls Starcom are resolving

Liaising with 3rd party support companies who provide support and maintenance on the various business systems at NYR to resolve system issues

The Customer Care team provides a vital two-way communication channel between our customers and the company and is a crucial part of managing our relationships with customers. The team also helps fulfil our mission of educating people to be more aware and responsible for their own health.

The Customer Care Coordinator plays a vital role in ensuring all customer enquiries are dealt with promptly and in a helpful, caring and polite manner. The post-holder also plays a role in ensuring that internal departments are informed about customer and media trends, issues, complaints, requests, suggestions and that customers receive excellent service and knowledgeable advice in line with our values, philosophies and policies. Internally, there is considerable liaison with the dispatch team, retail sales support, shops, marketing, technical, e-commerce and product development.

This is a full time post working 35 hours per week Monday – Friday. Neal’s Yard Remedies product training will be provided.

Role Responsibilities

To help staff the Customer Care telephones which include Advice and Mail Order lines.

To ensure that customer enquiries are dealt with to the highest Customer Care standards; the phone is answered promptly and in a friendly, efficient and courteous manner and e-mails/letters are answered quickly and accurately.

To provide customers (both consumers and stockists) with advice and information of a very high standard, on all matters to do with Neal’s Yard Remedies’ services, policies, products and health issues.

To maximise opportunities to gain feedback and suggestions from customers on products and services offered.

To help communicate relevant customer feedback so that the NYR can be pro-active rather than re-active.

To deal with complaints and ensure that all complaint details and outcomes are logged.

To help maintain and build up a library of current, accurate and relevant information on products, ingredients, company policies, prices, practitioners, health issues and other relevant information.

To take orders over the phone accurately.

To process returns and refunds.

To become fully familiar with our Gift card and Loyalty schemes.

To provide support in the absence of the Customer Care Manager.

To carry out other tasks appropriate to the Customer Care Department.

Person Specification

Highly organized with good attention to detail.

Customer contact experience.

Qualification in a modality such as herbalism, nutritional therapy, naturopathy or aromatherapy is desired.

Calm under pressure and able to work at a fast pace.

Excellent written and verbal communication.

Strong IT skills.

Quality Control Technician

Fixed Term Contract to March 2018
Hours: Full Time: 37.5 hours per week, Monday-Friday
Location: Peacemarsh

Purpose:

The QC Technician role is intended to ensure all materials used and products manufactured meet appropriate quality specifications.

Quality Control Laboratory Duties:

Carry out sampling and testing in accordance with Good Manufacturing Practice

To cooperate with your line manager, supervisor or local Health & Safety representative when risk assessments are being conducted and to implement any changes made as a result of risk assessments

Person Specification:

Essential experience, skills and qualities:

Ability to operate analytical equipment accurately

Ability to prioritise competing tasks and meet deadlines

Well-organised, attention to detail

Logical and systematic approach to tasks

Flexible, positive, can-do attitude

Excellent team spirit

Excellent numeracy

Good communication skills and written English

Good IT skills; competent in MS Word, Excel and Outlook; able to learn Warehouse Management System software (Sage)

Understanding of and empathy with NYR’s values and how they apply to product quality

Excellent team spirit

Valid UK permit allowing full-time work

Desirable experience, skills and qualities:

Experience in a Quality Control laboratory

Experience of quality issues in natural cosmetics and toiletries

Experience of GMP

Knowledge of packaging and labelling issues

Quality Control Manager

FULL TIME – 37.5 HOURS
Location: Peacemarsh

Purpose:

To protect customers and the NYR brand by ensuring all goods released for sale meet the necessary quality standards and comply with all relevant legislation. The QC Manager looks after all day to day aspects of the system and for communication to the Head of Quality and Senior Management on issues/decisions made or required.

To ensure that all systems are reviewed for applicability and areas for continuous improvement.

To ensure that paperwork, products and decisions are made in a timely manner to meet with Production/Supply Chain requirements.

For fast and efficient inspection/feedback to suppliers and internal business owners on issues.

To manage their team to ensure all members are operating as efficiently as possible, and that an ethos of continuous improvement is driven through the team

Role Responsibilities:

Quality Control:

QC batch records are evaluated and reviewed for accuracy and completeness and that finished goods comply with all appropriate quality standards.

The QC hold/release status of finished goods in the distribution warehouse is managed and goods are released for distribution in accordance with business needs.

Incoming materials, certificates and paperwork are checked for conformance and released to the business in a timely manner.

Manufactured bulk products are tested and checked for conformance and released for filling in a timely manner.

All QC issues are documented, investigated and reviewed for cause and effect, to ensure continuous improvement is achieved.

That all testing, inspection and record analysis processes are carried out as prescribed and that regular review of processes is carried out for continuous improvement.